Helpdesk Analyst

Job Description

Job Description

Are you a Helpdesk Analyst looking to advance your IT career while working with a dynamic team of professionals? If so, CESO has the opportunity for you to develop your career. We develop leaders and empower our associates to use their skills and talents to positively impact the world through service – to our coworkers, clients, and communities. We subscribe to the mission of “finding purpose through serving others,” so if this speaks to you, let’s connect!

Primary Responsibilities

• Monitor events, incidents, and service requests related to IT systems, infrastructure, and services.
• Act as the primary liaison between customers and IT departments to ensure service requests and incidents are documented, resolved, or escalated appropriately.
• Field helpdesk inquiries via phone, email, and in person while providing excellent customer service.
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues for desktop, tablet and mobile devices.
• Perform hands-on fixes, including installing and upgrading software, setting up hardware, and configuring systems in accordance with established guidelines.
• Set up new employee equipment, including hardware installation, operating system setup, and application access.
• Manage employee onboarding and offboarding processes, including system activations, deactivations, and documentation updates.
• Apply diagnostic tools, software updates, and online resources to aid in problem resolution.
• Conduct preventive maintenance, including cleaning and inspecting workstations, printers, and peripherals.
• Escalate advanced issues to appropriate technicians or departments and provide periodic follow-ups to ensure resolution.
• Develop and maintain technical documentation, knowledge base articles, and FAQ resources for end-user support.
• Assist with new hire onboarding by setting up standard hardware, software, and account configurations.
• Perform routine workstation and software updates to maintain optimal system functionality.
• Adhere to established helpdesk policies, procedures, and service standards.
• Perform additional duties as assigned to support the IT department’s objectives.

Position Requirements

• Bachelor's Degree (B. A. / B. S.) from four-year college or university; or 1-year related experience and/or training; or equivalent combination of education and experience.
• Microsoft Office Suite and Adobe programs
• Experienced in integrating Power Apps with Microsoft services (SharePoint, Teams, Azure, Dynamics 365) and third-party APIs.

Benefits and Perks

• Flexible and Hybrid Work Schedule
• Paid Time Off – Credited to You 100% Upfront
• 401K with a Company Match
• Rewards and Recognition Program
• Training and Development to Foster Professional Growth
• Paid Holidays
• Medical / Dental / Vision Coverage
• Welcome Box
• Casual Dress Code
• Reimbursement for Professional Licenses
• Paid Time Off for Community Team Service Events
• Voluntary or Supplemental Short-Term / Long-Term Disability
• Employee Assistance Program
• Company Paid Bonding and Recovery
• Employee events such as lunches and outings to foster a positive work environment

CESO Compensation Transparency:
The pay band shown reflects the minimum and maximum base salary for this position at CESO. Actual pay is
determined by several factors, including location, experience, education, skills, and internal equity. Our pay
structures are benchmarked against industry and market data to stay competitive. Each offer is based on a full review
of a candidate’s background, qualifications, and fit for the role.

Below are the typical new hire pay ranges for this position based on location:

• Akron, OH: $48,400 - $55,233
• Cleveland, OH: $51,089 - $58,302

CESO, Inc. is a principle-centered organization that aligns with strong service values, integrity, and authenticity. We develop and inspire our team through training and coaching on the job. At CESO, we believe that work should be more rewarding than just a paycheck. In addition to a comprehensive benefit and compensation program, we create memories and friendships through our employee and service events.

CESO, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. This organization participates in E-Verify and is a drug-free workplace. Criminal background checks and drug/alcohol checks are required.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.